Melissa Tavel
Cortlandt Manor,NY
Summary
Client Success Manager with over 10+ years’ experience in building strong client relationships, while increasing sales and securing renewal rates.
Overview
20
20
years of professional experience
Work History
Customer Success Operations Specialist
Justworks
New York
04.2024 - Current
- Explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms for your customers
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
Senior Renewal Specialist
Mcgraw Hill
New York
06.2023 - 01.2024
- Managed global renewal customers and ensuring successful closure
- Proactively engaged with clients and lead contract renewal negotiations
- Monitored accounts from purchase order to renewal using SmartSheet and acted as a liaison between clients and the sales team.
Sales Operation Analyst
CoEnterprise
New York
10.2019 - 04.2023
- Created a process to increase the overall renewal rate by over 10%
- Enabled sales operations to run smoothly through effective management of department's workflows and processes.
- Improved interdepartmental communication by establishing clear channels for information-sharing between sales, marketing, and product teams.
Senior Customer Success Manager
CrossBorder Solutions
Tarrytown
04.2019 - 10.2019
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
Financial Supervisor, IBM Hybrid Cloud Offerings
ManPower
New York
05.2018 - 04.2019
- Communicated directly with customers who had let their maintenance lapse and reactivated their license base or traded up to new products and confirmed the current customers have the correct license configurations.
- Supported internal sales teams and assisted with customers that had upcoming renewals.
Maintenance Renewal Representative
IBM Corporation
New York
11.2008 - 03.2018
- Managed all aspects of key accounts, including business development and client services; served as a liaison ensuring excellent levels of communication to build client relationships and transitioned clients to various IBM systems
- Developed and nurtured strong internal and external customer relationships leading to 100% Annual Closure rate in 2017
Maintenance Renewal, Inside Sales Division
Telelogic, Inc
New York
01.2005 - 01.2008
- Actively sought-after new clientele to increase revenues; exceeded sales expectations and developed strong client relationships
- Established a reputation for continuously handling increasing responsibilities; exhibit a hand-on approach to managing key client accounts, utilizing analytical-based tools to exceed sales volumes
- Earned $500K quarterly, connecting with customers to ascertain needs and provide product solutions.
Education
Bachelor of Arts - Sociology
Purchase College
Purchase, NY 05.1995
Skills
- Revenue Generation
- Account Management & Growth
- Client Satisfaction & Retention
- Team Building
- Recruiting, Training and Evaluation
- Planning and coordination
Accomplishments
- Created a process to increase renewals by reaching out early to our customer base which increased the overall renewal rate by over 10%.
- Conducted training for new hires and a temporary replacement while creating the training manuals to be used by new employees.
- Daily updates completed in Salesforce to track customer activity, to communicate effectively with the sales team and to generate reports.
- Exceeded sales revenue by 25% by leveraging social media outlets (LinkedIn / Twitter) to connect with new and existing clients.
- Developed and nurtured strong internal and external customer relationships leading to 100% Annual Closure rate.
Knownfor
- Teamwork
- Self motivation
- Willing to learn
- Work well under pressure
- Critical thinking
- Networking
- Self awareness
Personal Information
Title: Customer Success Manager
Awards
- Awarded the Eminence and Excellence Award (2015)
- President’s Club Award Winner/ 100% Club Winner for exceeding sales targets in 2014, 2013 and 2008
Timeline
Customer Success Operations Specialist
Justworks
04.2024 - Current
Senior Renewal Specialist
Mcgraw Hill
06.2023 - 01.2024
Sales Operation Analyst
CoEnterprise
10.2019 - 04.2023
Senior Customer Success Manager
CrossBorder Solutions
04.2019 - 10.2019
Financial Supervisor, IBM Hybrid Cloud Offerings
ManPower
05.2018 - 04.2019
Maintenance Renewal Representative
IBM Corporation
11.2008 - 03.2018
Maintenance Renewal, Inside Sales Division
Telelogic, Inc
01.2005 - 01.2008
Bachelor of Arts - Sociology
Purchase College